Call initiated service session

ABSTRACT

A method and system for providing a service session using a call include: initiating a first call between a caller and a callee according to a callee address record; establishing a voice communication session during the call; modifying the caller address record; and initiating a second call between the caller and the callee according to the modified callee address record. A behavior of the second call differs from a behavior of the first call. In one embodiment, the callee address record is modified according to a modification request. In one embodiment, the callee address record includes at least one session initiation entry. The session initiation entry includes a session address attribute with information for establishing the communication session, a session communication method with a protocol used for the communication session, and a session data attribute with data information for sending over the communication session based on the session address attribute.

BACKGROUND OF THE INVENTION Field

This invention relates generally to telecommunications, and morespecifically, to a process to initiate a service session by making acall.

Related Art

Since the early 1970, new usages of voice communication have beenintroduced that allow a person to use a telephone to interact with amachine. Such usages are typically deployed for customer to businesscommunication. In the simplest form, a person makes a telephone call toobtain information, such as location or business hours, from a recordedannouncement machine of a merchant. Other more sophisticated usagesinclude call center applications enabled by Interactive Voice Response(IVR) technologies. Such applications range from simple pin codeauthentication, merchandise ordering, ticket reservation, servicescheduling, to complex class registration and financial transactions.

With the rapid commercialization of the Internet in the 1990s, a newform of customer to business communication emerges. A person can use aWeb browser to obtain complex information from a business, and conductsophisticated transactions, such as on-line shopping and on-linebanking. This communication method has advantages over its voicecounterpart, such as accurate data input, effective data presentationand navigation, no-loss data transmission, and mature security measures,such as on-demand data encryption and strong authentication methods.

Advanced data technologies, such as Customer Relationship Management(CRM) and client-side cookies, among others, further enhance customer tobusiness interaction as communication and transactions history can bemaintained beyond an autonomous communication session.

While providing convenience for customers, businesses manage and offerthese methods of communication separately.

In one scenario, when a customer wishes to communicate with a business,he will have to decide whether to make a telephone call to the business'call center, or to connect to the business' Web site. In anotherscenario, while surfing the business' Web site, a customer may want totalk to a service representative of the business. In yet anotherscenario, while engaged in a telephone call with a servicerepresentative of a business, a customer may have a need to getinformation from the business' Web site. In one other scenario, acustomer has made a reservation with a vacation resort over a telephonecall, but will have to remember the Web site and a reservation numberwhen she wants to find out updated details about the reservation.

The above scenarios illustrate the need to integrate voice and datacommunication between customers and businesses such that a customer canmake a call to reach a business, automatically over voice communication,data communication, or both.

BRIEF SUMMARY OF THE INVENTION

A method and system for providing a service session using a callinclude: initiating a first call between a caller and a callee accordingto a callee address record; establishing a voice communication sessionduring the call; modifying the callee address record; and initiating asecond call between the caller and the callee according to the modifiedcallee address record. A behavior of the second call differs from abehavior of the first call. In one embodiment, the callee address recordis modified according to a modification request. In one embodiment, thecallee address record includes at least one session initiation entry.The session initiation entry includes a session address attribute withinformation for establishing the communication session, a sessioncommunication method with a protocol used for the communication session,and a session data attribute with data information for sending over thecommunication session based on the session address attribute.

BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE FIGURES

FIG. 1 illustrates a call between a Caller and a Callee.

FIG. 2 illustrates a Callee Address Record.

FIG. 3 illustrates a process of establishing a communication sessionbased on a Session Initiation Entry.

FIG. 4 illustrates a process of making a call.

FIG. 5 illustrates a process of modifying a Callee Address Record duringa call.

FIG. 6 illustrates a process of making two calls wherein a second callis within a time period from a first call.

FIG. 7 illustrates a process of making two calls wherein a second calluses a Callee Address Record that is modified during a first call.

FIG. 8 illustrates an enquiry service process using a call.

FIG. 9 illustrates a product ordering process using a call.

FIG. 10 illustrates a service process based on a Callee assignedidentity during a call.

FIG. 11 illustrates a service call-waiting process.

DETAILED DESCRIPTION OF THE INVENTION

A Call, a Caller, a Callee and Communication Sessions

FIG. 1 illustrates a call between a Caller and a Callee.

A call includes a plurality of communication sessions between Caller 110and Callee 150. Caller 110 and Callee 150 include functionalities ofprocessing a communication session. In one embodiment, processing acommunication session includes establishing, maintaining and terminatinga communication session.

In one embodiment, the plurality of communication sessions includes oneor more communication sessions Caller 110 establishes with Callee 150when Caller 110 makes the call to Callee 150.

In one embodiment, the plurality of communication sessions includes oneor more communication sessions Caller 110 establishes with Callee 150during the call.

During the call, Caller 110 and Callee 150 exchange information over theplurality of communication sessions.

A Callee Address Record

FIG. 2 illustrates a Callee Address Record. A Callee Address Record isfor a Callee 150.

Callee Address Record 200 includes a plurality of Session InitiationEntries 230. Each Session Initiation Entry 230 includes information fora communication session to the Callee. A Session Initiation Entry 230includes a Session Address Attribute 235, a Session Data Attribute 237and a session communication method 236.

Session Address Attribute 235 includes address information forestablishing a communication session. In one embodiment, Session AddressAttribute 235 includes a telephone number or a plurality of digits suchas “4082130698”. In another embodiment, Session Address Attribute 235includes a Universal Resource Indicator (URI) as specified in IETF RFC2396, such as “http://reservation.easydiner.com” and“ftp://megastore/info/shippingpolicy.txt”. In yet another embodiment,Session Address Attribute 235 includes an Internet Protocol (IP) addresssuch as “24.120.55.214”. In one other embodiment, Session AddressAttribute 235 includes an IP address and an IP port number such as“33.132.23.156:80”. In one other embodiment, Session Address Attribute235 includes a domain name as specified in IETF RFC 1034 and IETF RFC1035, such as “info.ivysystem.net”.

In one embodiment, Session Data Attribute 237 includes data informationfor sending over the communication session based on Session AddressAttribute 235. In one embodiment, Session Data Attribute 237 includes aplurality of digits, such as “8096023”, or “3365989853”. In anotherembodiment, Session Data Attribute 237 includes a plurality ofalphanumeric characters, such as “user=AE3092D; session=39485JD409” or“ID=JOHN-SMITH; ZIPCODE=94023”. In yet another embodiment, Session DataAttribute 237 includes an octet string, such as “AD357F6CCD34E6AB8724”as expressed in hexadecimal format.

Session communication method 236 includes a protocol used for acommunication session. In one embodiment, session communication method236 is determined based on Session Address Attribute 235. In oneembodiment, Session Address Attribute 235 includes a URI such as“http://reservation.easydiner.com”. Session communication method 236includes the HTTP protocol. In one embodiment, Session Initiation Entry230 includes a separate session communication method attribute 236. Forexample, Session Address Attribute 235 includes a telephone number;Session Initiation Entry 230 includes a session communication methodattribute that includes a session communication method, such as “POTS”,“SIP”, “fax”, “modem” or “Fax over IP”.

In one embodiment, a Session Initiation Entry 230 includes an effectivetime information. In one embodiment, the effective time informationincludes a time of day; the Session Initiation Entry 230 becomesineffective when the current time of day is after the effective timeinformation. Caller does not establish a communication session based onan ineffective Session Initiation Entry.

In one embodiment, the effective time information includes a timeperiod; the Session Initiation Entry 230 is ineffective when the currenttime of day is outside the effective time information.

In one embodiment, a Datastore stores a plurality of Callee AddressRecords 200. In one embodiment, Caller includes the Datastore. Inanother embodiment, Caller connects to the Datastore. In one embodiment,Caller connects to the Datastore via a network, such as an Ethernetnetwork, a home WiFi network, an Internet Protocol (IP) network, or theInternet. In another embodiment, Caller connects to the Datastore via aplurality of networks.

In one embodiment, the Datastore includes a flash memory. In anotherembodiment, the Datastore includes a hard disk. In yet anotherembodiment, the Datastore includes a memory. In one other embodiment,the Datastore includes a database.

A Process of Establishing a Communication Session

FIG. 3 illustrates a process of establishing a communication sessionbased on a Session Initiation Entry.

Caller 310 establishes a communication session based on a SessionInitiation Entry 330 (step (a)). Session Initiation Entry 330 includesSession Address Attribute 335, a session communication method 336 andSession Data Attribute 337.

In one embodiment, Caller 310 establishes a communication session basedon Session Address Attribute 335 and session communication method 336.In one embodiment, Session Address Attribute 335 includes a URI“http://reservation.easydiner.com”. In one embodiment, Caller 310establishes a communication session using session communication method336 “http” and the URI “http://reservation.easydiner.com”.

In one embodiment, Session Address Attribute 335 includes a telephonenumber “450-111-2222” and session communication method 336 “POTS”.Caller 310 establishes a communication session using sessioncommunication method 336 “POTS” and the telephone number “450-111-2222”.

In one embodiment, Caller 310 sends the data information in Session DataAttribute 337 over the communication session (step (b)).

In one embodiment, Caller 310 sends the data information in Session DataAttribute 337 during the set up time of the communication session. Inone embodiment, the communication session is an HTTP communicationsession. In one example, Caller 310 includes the data information inSession Data Attribute 337 in a cookie header of an HTTP Request. Caller310 sends the HTTP Request to establish the HTTP communication session.In another embodiment, the communication session is a Real TimeStreaming Protocol (RTSP) communication session. In one example, Caller310 includes the data information in Session Data Attribute 337 in aproprietary header of an RTSP SETUP Message. Caller 310 sends the RTSPSETUP Message to establish the RTSP communication session.

In another embodiment, Caller 310 sends the data information in SessionData Attribute 337 after the communication session is established. Inone example, the communication session is based on session communicationmethod “POTS”. In one embodiment, Caller 310 sends the data informationin Session Data Attribute 337 in the form of Dual Tone MultipleFrequency (DTMF) tones after the communication session is established.In another example, the communication session is based on sessioncommunication method “SIP”. In one embodiment, Caller 310 sends the datainformation in Session Data Attribute 337 in a SIP INFO Message afterthe communication session is established.

A Process of Making a Call

FIG. 4 illustrates a process of making a call.

Caller 410 makes a call to Callee 450 using Callee Address Record 490.Callee Address Record 490 is for Callee 450. Caller 410 establishes aplurality of communication sessions to Callee 450 based on the pluralityof Session Initiation Entry in Callee Address Record 490.

For each Session Initiation Entry in Callee Address Record 490, Caller410 establishes a communication session to Callee 450 as illustrated inFIG. 3.

A Process of Modifying a Callee Address Record During a Call

FIG. 5 illustrates a process of modifying a Callee Address Record duringa call.

Caller 510 makes a call to Callee 550 using Callee Address Record 590.Caller 510 establishes a plurality of communication sessions to Callee550 based on Callee Address Record 590.

During the call, Caller 510 receives from Callee 550 a Callee AddressRecord Modification Request 520 (step (a)). A Callee Address RecordModification Request 520 is a request for the modification of a CalleeAddress Record. In one embodiment, the Callee Address RecordModification Request 520 is for the modification of Callee AddressRecord 590. In one embodiment, the request 520 includes a plurality ofSession Initiation Entry Modification Request 530. A Session InitiationEntry Modification Request 520 is a request for the modification of aSession Initiation Entry. For each Session Initiation Entry ModificationRequest 530 in the Callee Address Record Modification Request 520,Caller 510 modifies the respective Session Initiation Entry 540 inCallee Address Record 590 (step (b)).

In one embodiment, a Session Initiation Entry Modification Request 530includes two Session Initiation Entry Indications (not shown). In oneembodiment, a Session Initiation Entry Indication includes a SessionInitiation Entry. In another embodiment, a Session Initiation EntryIndication does not include a Session Initiation Entry.

In one embodiment, the Session Initiation Entry Modification Request 530is for the removal of a Session Initiation Entry. In one embodiment, thefirst Session Initiation Entry Indication includes a Session InitiationEntry and the second Session Initiation Entry Indication does notinclude a Session Initiation Entry. Caller 510 removes from CalleeAddress Record 590 a Session Initiation Entry 540 that matches theSession Initiation Entry in the first Session Initiation EntryIndication.

In another embodiment, the Session Initiation Entry Modification Request530 is for the addition of a Session Initiation Entry. In oneembodiment, the first Session Initiation Entry Indication does notinclude a Session Initiation Entry and the second Session InitiationEntry Indication includes a Session Initiation Entry. Caller 510 adds toCallee Address Record 590 the Session Initiation Entry 540 in the secondSession Initiation Entry Indication.

In one other embodiment, the Session Initiation Entry ModificationRequest 530 is for the replacement of a Session Initiation Entry. In oneembodiment, the first Session Initiation Entry Indication includes afirst Session Initiation Entry and the second Session Initiation EntryIndication includes a second Session Initiation Entry. Caller 510replaces in Callee Address Record 590 a Session Initiation Entry 540that matches the first Session Initiation Entry with the second SessionInitiation Entry.

A Process of Making Two Calls Wherein a Second Call is within a TimePeriod from a First Call

FIG. 6 illustrates a process of making two calls wherein a second callis within a time period from a first call.

Caller 610 makes a first call to Callee 650 using Callee Address Record690.

During the first call, in one embodiment, Caller 610 receives a timeperiod information from Callee 650. In one embodiment, Caller 610further receives an indication to call within the time period from thefirst call. The callee 650 stores information for Caller's second call.In one embodiment, the time period is 30 minutes. In another embodiment,the time period is 55 minutes. In yet another embodiment, the timeperiod is 2 day 8 hours.

During the first call, in another embodiment, Caller 610 sends a timeperiod information to Callee 650. In one embodiment, Caller 610 furthersends an indication to call within the time period from the first call.In one embodiment, the time period is 25 minutes. In another embodiment,the time period is 46 minutes. In yet another embodiment, the timeperiod is 1 day 6 hours.

Within the time period from the first call, Caller 610 makes a secondcall to Callee 650 using Callee Address Record 690. The behavior of thesecond call is different from the first call according to theinformation for the second call, stored at the Callee 650.

A Process of Making Two Calls Wherein a Second Call is Based on a CalleeAddress Record that is Modified During a First Call

FIG. 7 illustrates a process of making two calls wherein a second calluses a Callee Address Record that is modified during a first call.

Caller 710 makes a first call to Callee 750 using Callee Address Record790 (step (a)). Caller 710 processes a first group of communicationsessions with Callee 750. The first group of communication sessionsincludes the plurality of communication sessions based on Callee AddressRecord 790. During the first call, Caller 710 and Callee 750 exchangeinformation over the first group of communication sessions.

Caller 710 receives from Callee 750 a Callee Address Record ModificationRequest 720 for Callee Address Record 790 (step (b)). Caller 710modifies Callee Address Record 790 based on the Callee Address RecordModification Request as illustrated in FIG. 5 (step (c)).

Caller 710 makes a second call to Callee 750 using the modified CalleeAddress Record 790 (step (d)). Caller 710 processes a second group ofcommunication sessions with Callee 750. The second group ofcommunication sessions includes the plurality of communication sessionsbased on the modified Callee Address Record 790. During the second call,Caller 710 and Callee 750 exchange information over the second group ofcommunication sessions.

In one embodiment, the second group of communication sessions isdifferent from the first group of communication sessions.

In one embodiment, during the first call, the Callee Address RecordModification Request 720 is for the removal of a Session InitiationEntry. The first group of communication sessions includes acommunication session based on the removed Session Initiation Entry, andthe second group of communication sessions does not include acommunication session based on the removed Session Initiation Entry.

In another embodiment, during the first call, the Callee Address RecordModification Request 720 is for the addition of a Session InitiationEntry. The first group of communication sessions does not include acommunication session based on the added Session Initiation Entry, andthe second group of communication sessions includes a communicationsession based on the added Sessions Initiation Entry.

In one other embodiment, during the first call, the Callee AddressRecord Modification Request 720 is for the replacement of a firstSession Initiation Entry with a second Session Initiation Entry. In oneembodiment, the first Session Address Attribute or the first sessioncommunication method in the first Session Initiation Entry is differentfrom the second Session Address Attribute or the second sessioncommunication method in the second Session Initiation Entry. The firstgroup of communication sessions includes the communication session basedon the first Session Address Attribute and the first sessioncommunication method. The second group of communication sessionsincludes the communication session based on the second Session AddressAttribute and the second session communication method. In anotherembodiment, the first Session Data Attribute in the first SessionInitiation Entry is different from the second Session Data Attribute inthe second Session Initiation Entry. Over the communication sessionbased on the first Session Initiation Entry, Caller 710 sends the firstSession Data Attribute. Over the communication session based on thesecond Session Initiation Entry, Caller 710 sends the second SessionData Attribute.

An Enquiry Service Process Using a Call

FIG. 8 illustrates an enquiry service process using a call. An EnquiryService provides information to a Caller. In this illustration, EnquiryService 850 provides business contact information.

Caller 810 makes a first call to Enquiry Service 850 using CalleeAddress Record 890 for Enquiry Service 850 (step (a)). Callee AddressRecord 890 includes a Session Initiation Entry 891. In one embodiment,Session Initiation Entry 891 includes Session Address Attribute with atelephone number “408-223-1234” and session communication method “SIP”.Caller 810 establishes a communication session to Enquiry Service 850using the telephone number “408-223-1234” and the session communicationmethod “SIP”.

Caller 810 receives a request from Enquiry Service 850 for callerinformation. Caller 810 sends the caller information to Enquiry Service850. In one embodiment, the caller information includes the name of acity “Mountain View, Calif.”. Caller 810 receives a request from EnquiryService 850 for the name of a business. Caller 810 sends the name of abusiness, for example “Grasshopper Nursery” to Enquiry Service 850.Caller 810 receives from Enquiry Service 850 a telephone number ofGrasshopper Nursery at Mountain View, Calif.

Caller 810 receives from Enquiry Service 850 a Callee Address RecordModification Request 820 for the modification of Callee Address Record890 (step (b)). In one embodiment, the Callee Address RecordModification Request 820 includes a Session Initiation EntryModification Request for the replacement of Session Initiation Entry 891with Session Initiation Entry 892. Session Initiation Entry 892 includesSession Address Attribute with a telephone number “408-223-5678”,session communication method “SIP”, and Session Data Attribute“City=Mountain View/California”. In one embodiment, the Session DataAttribute corresponds to the caller information.

Caller 810 replaces Session Initiation Entry 891 with Session InitiationEntry 892 (step (c)).

Later, Caller 810 makes a second call to Enquiry Service 850 using themodified Callee Address Record 890 (step (d)). The modified CalleeAddress Record 890 includes Session Initiation Entry 892. Caller 810establishes a communication session to Enquiry Service 850 using thetelephone number “408-223-5678” and the session communication method“SIP”. Over the communication session, Caller 810 sends the Session DataAttribute “City=Mountain View/California” to Enquiry Service 850.

Caller 810 receives a request from Enquiry Service 850 for the name of abusiness. Caller 810 sends “Saturday Hardware”. Caller 810 receives fromEnquiry Service 850 a telephone number of Saturday Hardware at MountainView, Calif.

Similar to the illustration in FIG. 8, Enquiry Service provides otherinformation for a Caller.

In one embodiment, the Session Data Attribute in the replaced SessionData Attribute corresponds to the caller information.

In one embodiment, Enquiry Service 850 provides traffic conditioninformation. In one embodiment, the caller information includes alocation, such as a name of a highway. In the second call, Caller 810receives from Enquiry Service 850 traffic condition information aboutthe highway. In another embodiment, the caller information includes astart address and a destination address. In the second call, Caller 810receives from Enquiry Service 850 traffic condition information from thestart address to the destination address.

In one embodiment, Enquiry Service 850 provides weather information. Inone embodiment, the caller information includes a location, such as aname of a city, a town, a ski resort, or a beach. In the second call,Caller 810 receives from Enquiry Service 850 weather information aboutthe location.

In one embodiment, Enquiry Service 850 provides event information. Inone embodiment, the caller information includes a personal interest,such as a sport, a hobby, a name of a rock band or a name of a religion.In the second call, Caller 810 receives from Enquiry Service 850 eventinformation, such as information about ball games, exhibitions,conferences, concert, or church services based on the personal interest.

In one embodiment, Enquiry Service 850 provides advertisement andpromotion information. In one embodiment, the caller informationincludes a location, such as a name of a city, a shopping mall or ahighway exit. In one embodiment, the other caller includes a personalinterest for products or services, such as Chinese food, sportsequipment, five-star hotels. In the second call, Caller 810 receivesfrom Enquiry Service 850 advertisement and promotion information basedon the location and the personal interest. In one embodiment, thelocation includes Stanford Shopping Center, and the personal interestincludes baby's clothing. In the second call, Caller 810 receives fromEnquiry Service 850 advertisement information for Baby Blue Boutique atthe northwest corner of Stanford Shopping Center. In another embodiment,the location includes a name of a highway exit and a direction oftravel, and the personal interest includes pizza. In the second call, inone embodiment, Caller 810 receives from Enquiry Service 850advertisement information for LazerFast Pizza located 10 miles from thehighway exit in the direction of travel. In another embodiment, Caller810 receives from Enquiry Service 850 advertisement information forHonest Pizza located 6 miles from the highway exit in the direction oftravel.

A Product Ordering Process Using a Call

FIG. 9 illustrates a product ordering process using a call. In thisillustration, Merchant 950 allows a Caller 910 to order products using acall.

Caller 910 makes a first call to Merchant 950 using Callee AddressRecord 990 (step (a)). Callee Address Record 990 includes a SessionInitiation Entry 991. In one embodiment, Session Initiation Entry 991includes Session Address Attribute with a telephone number“650-354-6293” and session communication method “SIP”. Caller 910establishes a communication session to Merchant 950 using the telephonenumber “650-354-6293” and the session communication method “SIP”.

Caller 910 provides to Merchant 950 order information. The orderinformation includes the ordered products. In one embodiment, the orderinformation includes a recipient name “Mary Logan”. In one otherembodiment, the order information includes a street address for thedelivery of the ordered products.

Caller 910 receives from Merchant 950 a Callee Address RecordModification Request 920 for the modification of Callee Address Record990 (step (b)). In one embodiment, the Callee Address RecordModification Request 920 includes a Session Initiation EntryModification Request for the addition of Session Initiation Entry 992.In one embodiment, Session Initiation Entry 992 includes Session AddressAttribute with a URI “http://ordertracking.laserfastpizza.com/order/”and Session Data Attribute with “ORDER_NUMBER=067498735”. In oneembodiment, the Session Data Attribute corresponds to the order.

Caller 910 adds Session Initiation Entry 992 to Callee Address Record990 (step (c)).

Later, Caller 910 makes a second call to Merchant 950 using CalleeAddress Record 990 (step (d)). The modified Callee Address Record 990includes Session Initiation Entries 991 and 992.

Caller 910 establishes a first communication session to Merchant 950based on Session Initiation Entry 991 in a similar manner as in thefirst call.

Caller 910 establishes a second communication session to Merchant 950based on Session Initiation Entry 992. In one embodiment, Caller 910composes an HTTP GET Request using the URI“http://ordertracking.laserfastpizza.com/order/”, and includes“ORDER_NUM=067498735” in a cookie header in the HTTP GET Request. Caller910 sends the HTTP GET Request to Merchant 950.

Caller 910 receives from Merchant 950 a Web page over the secondcommunication session. In one embodiment, the Web page includesinformation about the order. In one embodiment, Caller 910 receives agreeting from Merchant 950 over the first communication session, “DearMary Logan, our deliveryman Joe Leach is on his way, and will arrive atapproximately 12:35 pm. We at Laser Fast Pizza thank you for yourbusiness.”

In one embodiment, other business processes are variations of theProduct Ordering Process.

In one embodiment, Caller 910 and Merchant 950 carries out a businessprocess in the first call. The Session Data Attribute in the addedSession Initiation Entry during the first call includes progressinformation about the business process. In one embodiment, the businessprocess includes multiple steps. In one embodiment, Caller 910 andMerchant 950 complete the first and second steps of the process in thefirst call. In one embodiment, the Session Data Attribute includeprogress information “PROCESS-NUM=2361; STEP=2”.

In a second call, Caller 910 sends the progress information“PROCESS-NUM=2361; STEP=2” to Merchant 950. Caller 910 and Merchant 950resume the business process at the third step.

In one embodiment, Caller 910 and Merchant 950 continue the businessprocess in additional calls in a similar manner. For example, Caller 910and Merchant 950 complete the third, fourth, and fifth steps of theprocess in the second call. During the second call, in one embodiment,Caller 910 receives a Callee Address Record Modification Request for thereplacement of a Session Initiation Entry. The Session Data Attribute inthe replaced Session Initiation Entry includes progress information“PROCESS-NUM=2361; STEP=5”. In a third call, Caller and Callee resumethe business process at the sixth step.

In one embodiment, Caller 910 corresponds to a customer and Merchant 950corresponds to a business. Caller 910 and Merchant 950 carry out acustomer-to-business process. In another embodiment, Caller 910corresponds to a business and Merchant 950 corresponds to anotherbusiness. Caller 910 and Merchant 950 carry out a business-to-businessprocess. In one other embodiment, Caller 910 corresponds to an employeeof a business and Merchant 950 corresponds to a service within thebusiness. Caller 910 and Merchant 950 carry out an employee-to-serviceprocess.

A Service Process Based on a Callee Assigned Identity Using a Call

FIG. 10 illustrates a service process based on a Callee assignedidentity during a call. In this illustration, Organization 1050 providesservices to a Caller. The service process depends on if a Caller is amember of Organization 1050. Organization 1050 provides non-memberservice to a Caller who is not a member of Organization 1050, andprovides membership service to a Caller who is a member of Organization1050.

In this illustration, a Caller 1010 is not a member of Organization1050.

Caller 1010 makes a first call to Organization 1050 using Callee AddressRecord 1090 (step (a)). Callee Address Record 1090 includes a SessionInitiation Entry 1091 and a Session Initiation Entry 1092. In oneembodiment, Session Initiation Entry 1091 includes Session AddressAttribute with a telephone number “510-200-3000” and sessioncommunication method “POTS”. Session Initiation Entry 1092 includesSession Address Attribute with a URI “http://www.ivygreengolfclub.org”.Caller 1010 establishes a first communication session to Organization1050 using the telephone number “510-200-3000” and the sessioncommunication method “POTS”. Caller 1010 establishes a secondcommunication session to Organization 1050 using the URI“http://www.ivygreengolfclub.org”.

Caller 1010 receives non-member service from Organization 1050 duringthe first call.

In one embodiment, during the first call, over the first communicationsession, Caller 1010 receives a recorded voice message from Organization1050 introducing the benefits of joining Organization 1050. Over thesecond communication session, Caller 1010 receives information aboutOrganization 1050 from a Web page Organization 1050 sends. Caller 1010becomes a member of Organization 1050. Caller 1010 provides informationto Organization 1050. In one embodiment, the information includes a name“David Rice”. In another embodiment, the information includes personalpreference.

Caller 1010 receives from Organization 1050 a Callee Address RecordModification Request 1020 for the modification of Callee Address Record1090 (step (b)). In one embodiment, the Callee Address RecordModification Request 1020 includes a Session Initiation EntryModification Request for the removal of Session Initiation Entry 1092,and a Session Initiation Entry Modification Request for the replacementof Session Initiation Entry 1091 with Session Initiation Entry 1093. Inone embodiment, Session Initiation Entry 1093 includes Session AddressAttribute with a telephone number “510-200-8888”, session communicationmethod “POTS”, and Session Data Attribute with “MEMBER_NUM=1243600”. Inone embodiment, the Session Data Attribute corresponds to membershipinformation.

Caller 1010 removes Session Initiation Entry 1092 from Callee AddressRecord 1090 and replaces Session Initiation Entry 1091 with SessionInitiation Entry 1093 (step (c)).

Later, Caller 1010 makes a second call to Organization 1050 using CalleeAddress Record 1090 (step (d)). The modified Callee Address Record 1090includes Session Initiation Entry 1093. Caller 1010 establishes acommunication session to Organization 1050 using the telephone number“510-200-8888” and session communication method “POTS”. Caller 1010sends “MEMBER_NUM=1243600” to Organization 1050 over the communicationsession.

Caller 1010 receives member service from Organization 1050 during thesecond call.

In one embodiment, Caller 1010 receives a greeting from a servicerepresentative of Organization 1050 over the communication session, “Hi,Mr. Rice, welcome to Ivy Green Golf Club. We have a promotion for newmember like you and I would be delighted to introduce to you these greatservices and discount that fits your personal preference . . . .”

In one embodiment, Organization 1050 provides services to a Caller 1010.The service process depends on if a Caller 1010 is an existing customer.In one embodiment, the service process depends on a Callee assignedcustomer identity.

In one embodiment, Caller 1010 is not an existing customer when Caller1010 makes the first call to Organization 1050.

In one embodiment, the Session Data Attribute in the replaced SessionInitiation Entry includes a Callee assigned customer identity. In oneembodiment, the Session Data Attribute includes the Callee assignedcustomer identity “CUSTOMER-ID=9808765”.

In the second call, Caller 1010 receives service from Organization 1050as an existing customer. In one embodiment, Caller 1010 receivesspecific service from Organization 1050 as the existing customer basedon the Callee assigned customer identity “CUSTOMER-ID=9808765”.

A Service Call-Waiting Process Using a Call

FIG. 11 illustrates a service call-waiting process. A Caller calls aCall Center for a service.

Caller 1110 makes a first call to Call Center 1150 using Callee AddressRecord 1190 (step (a)). Callee Address Record 1190 includes a SessionInitiation Entry 1191. In one embodiment, Session Initiation Entry 1191includes Session Address Attribute with a telephone number“800-828-1096” and session communication method “SIP”. Caller 1110establishes a communication session using the telephone number“800-828-1096” and session communication method “SIP”.

Caller 1110 receives from Call Center 1150 a Callee Address RecordModification Request 1120 for the modification of Callee Address Record1190 (step (b)). In one embodiment, the Callee Address RecordModification Request includes a Session Initiation Entry ModificationRequest 1120 for the replacement of Session Initiation Entry 1191 withSession Initiation Entry 1192. In one embodiment, Session InitiationEntry 1192 includes Session Address Attribute with a telephone number“800-828-1096”, session communication method “SIP”, and Session DataAttribute “CALL_ARRIVAL_TIME=0930 pm:July:20:2005”. In one embodiment,the Session Data Attribute corresponds to the arrival time of the firstcall.

Caller 1110 replaces Session Initiation Entry 1191 with SessionInitiation Entry 1192 (step (c)).

About fifty minutes later, Caller 1110 makes a second call to CallCenter 1150 using Callee Address Record 1190 (step (d)). The modifiedCallee Address Record 1190 includes Session Initiation Entry 1192.Caller 1110 establishes a communication session using the telephonenumber “800-828-1096” and session communication method “SIP”. Caller1110 sends “CALL_ARRIVAL_TIME=0930 pm:July:20:2005” to Call Center 1150over the communication session.

In one embodiment, Caller 1110 receives service from a customer servicerepresentative of Call Center 1150 immediately.

Foregoing described embodiments of the invention are provided asillustrations and descriptions. They are not intended to limit theinvention to precise form described. In particular, it is contemplatedthat functional implementation of invention described herein may beimplemented equivalently in hardware, software, firmware, and/or otheravailable functional components or building blocks, and that networksmay be wired, wireless, or a combination of wired and wireless. Othervariations and embodiments are possible in light of above teachings, andit is thus intended that the scope of invention not be limited by thisDetailed Description, but rather by Claims following.

What is claimed is:
 1. A method for conducting a product ordertransaction, comprising: (a) establishing by a voice and data processingdevice, a first group of sessions with a merchant system using a firstmerchant record for a merchant, the first merchant record comprising asession data and a first session address for the merchant, the firstgroup of sessions comprising a first voice session and a first datasession; (b) during the first voice session, processing, by the voiceand data processing device, voice signals between a customer and themerchant system regarding one or more steps in a product ordertransaction between the customer and the merchant system; (c) during thefirst voice session, receiving over the first data session, by the voiceand data processing device from the merchant system, a second merchantrecord for the merchant comprising a modified session data associatedwith the one or more steps in the product order transaction, and aneffective time duration for establishing a second group of sessions withthe merchant system using the second merchant record; (d) disconnectingthe first group of sessions by the voice and data processing deviceprior to establishing the second group of sessions; (e) comparing acurrent time with the effective time duration by the voice processingdevice; (f) when the current time is within the effective time duration,(f1) establishing the second group of sessions, by the voice and dataprocessing device, with the merchant system, the second group ofsessions comprising a second voice session and a second data session;(f2) during the second voice session, sending the modified session databy the voice and data processing device to the merchant system over thesecond data session; and (f3) during the second voice session,performing one or more next steps in the product order transaction usingthe modified session data.
 2. The method of claim 1, wherein thereceiving (c) comprises: (c1) during the first voice session, receivinga second session address over the first data session, wherein the secondsession address is different from the first session address.
 3. Themethod of claim 2, wherein the establishing (f1) comprises: (f1i)establishing the second group of sessions with the merchant system usingthe second session address, by the voice and data processing device. 4.The method of claim 1, wherein the first voice session is over Internet.5. The method of claim 1, wherein the modified session data comprisesorder information to track a status of the product order.
 6. The methodof claim 5, wherein the performing (f3) comprises: (f3i) during thesecond voice session, receiving the status of the product order by thevoice and data processing device.
 7. The method of claim 1, wherein thesecond merchant address record expires after the effective timeduration.
 8. The method of claim 1, further comprising: (g) when thecurrent time is not within the effective time duration, establishing thesecond group of sessions, by the voice and data processing device, withthe merchant system using a third merchant address record for themerchant.
 9. A system for conducting a product order transaction,comprising: a voice and data processing device for: (a) establishing afirst group of sessions with a merchant system using a first merchantrecord for a merchant, the first merchant record comprising a sessiondata and a first session address for the merchant, the first group ofsessions comprising a first voice session and a first data session; (b)during the first voice session, processing voice signals between acustomer and the merchant system regarding one or more steps in aproduct order transaction between the customer and the merchant system;(c) during the first voice session, receiving over the first datasession, from the merchant system, a second merchant record for themerchant comprising a modified session data associated with the one ormore steps in the product order transaction, and an effective timeduration for establishing a second group of sessions with the merchantsystem using the second merchant record; (d) disconnecting the firstgroup of sessions prior to establishing the second group of sessions;(e) comparing a current time with the effective time duration; (f) whenthe current time is within the effective time duration, (f1)establishing the second group of sessions with the merchant system, thesecond group of sessions comprising a second voice session and a seconddata session; (f2) during the second voice session, sending the modifiedsession data to the merchant system over the second data session; and(f3) during the second voice session, performing one or more next stepsin the product order transaction using the modified session data. 10.The system of claim 9, wherein the receiving (c) comprises: (c1) duringthe first voice session, receiving a second session address over thefirst data session, wherein the second session address is different fromthe first session address.
 11. The system of claim 9, wherein theestablishing (f1) comprises: (f1i) establishing the second group ofsessions with the merchant system using the second session address, bythe voice and data processing device.
 12. The system of claim 9, whereinthe first voice session is over Internet.
 13. The system of claim 9,wherein the modified session data comprises order information to track astatus of the product order.
 14. The system of claim 13, wherein theperforming (f3) comprises: (f3i) during the second voice session,receiving the status of the product order.
 15. The system of claim 9,wherein the second merchant address record expires after the effectivetime duration.
 16. The system of claim 9, wherein the voice and dataprocessing device is further for: (g) when the current time is notwithin the effective time duration, establishing the second group ofsessions with the merchant system using a third merchant address recordfor the merchant.